Service Incident Nov 15, 2023 - Frequently asked questions
Frequently asked questions
What happened during the Zendesk service incident on November 15, 2023?
On November 15, 2023, Zendesk experienced a service incident affecting chat reassignments. From 09:43 UTC to 10:44 UTC, some chat agents faced delays in chat reassignments, and in rare cases, chats were marked as missed. The issue was due to an…
How was the Zendesk chat reassignment issue resolved?
The chat reassignment issue on November 15, 2023, was resolved by deploying a configuration correction. Engineers implemented this fix after encountering permissions issues, which initially delayed the resolution. Once the fix was applied, the…
What caused the chat reassignment delays on November 15, 2023?
The chat reassignment delays on November 15, 2023, were caused by an error in an infrastructure configuration change. This error led to reassignments not working properly for some customers across all Pods. The resolution was delayed due to…
What steps is Zendesk taking to prevent future chat reassignment issues?
To prevent future chat reassignment issues, Zendesk is implementing several remediation items. These include retuning existing monitors and alerts for on-call engineers, implementing an additional approval process to better synchronize staging and…
Where can I find more information about Zendesk system status?
For current system status information about Zendesk, you can check their system status page. This page provides updates on any ongoing issues and the status of Zendesk services. Additionally, summaries of post-mortem investigations are usually…
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